Get in Touch
Have questions about battery systems or want personalised advice for your home?
Contact Us →Get in Touch
Have questions about battery systems or want personalised advice for your home?
Contact Us →Complaints Handling Procedure
BatteryIQ
ABN: 39 119 044 889
Effective Date: February 2026
Version: 1.2
Our Commitment
BatteryIQ is committed to providing a fair, transparent, and responsive complaints handling process. We take every complaint seriously and aim to resolve issues promptly while maintaining open communication throughout.
15 days
Initial response target
25 days
Final response target
Contents
1. How to Make a Complaint
You are entitled to make a complaint regarding any aspect of the offer and supply of New Energy Tech by BatteryIQ. This includes, but is not limited to, complaints about quotes, product supply, installation, performance, billing, communication, or any other matter related to our services. You can lodge a complaint through any of the following channels:
Contact Options
- Email: support@batteryiq.com.au
- Phone: 1300 587 444 (Monday-Friday, 9am-5pm AEST)
- Mail: PO Box 2184, Rowville VIC 3178
All complaints are logged in our system and assigned a unique reference number for tracking purposes.
2. What We Need from You
To help us investigate and resolve your complaint efficiently, please provide:
- Your full name and contact details
- Your quote or order reference number (if applicable)
- A clear description of the issue
- The date(s) the issue occurred
- Any relevant supporting documentation (emails, photos, invoices)
- Your preferred resolution outcome
If you have difficulty putting your complaint in writing, please call us and we will assist you in documenting your concerns.
3. Our Process
Step 1: Acknowledgement
We will acknowledge receipt of your complaint as soon as possible and provide you with a unique reference number, the name of your assigned case handler, and an estimation of when we will respond.
Step 2: Investigation
We will investigate your complaint thoroughly, reviewing all relevant information and consulting with relevant parties (such as our installation partners if applicable).
Step 3: Initial Response
Within 15 business days, we will provide you with an initial response outlining our findings and proposed resolution.
Step 4: Resolution
We will provide a final response within 25 business days, unless both parties agree to a further extension of time. If we need additional time, we will keep you informed of progress and the expected resolution date.
Step 5: Follow-up
After resolution, we will follow up to ensure you are satisfied with the outcome and that any agreed actions have been completed.
4. Response Timeframes
| Stage | Timeframe |
|---|---|
| Acknowledgement | As soon as possible |
| Initial response | 15 business days |
| Final response | 25 business days (unless extended by agreement) |
| Complex matters (e.g., requiring third-party input) | Up to 45 business days with regular updates |
If at any stage we need additional time, we will contact you to explain why and provide a revised timeframe.
5. Escalation Options
If you are not satisfied with our response or the handling of your complaint, you have several options for escalation:
Internal Escalation
You can request that your complaint be reviewed by a senior manager by emailing support@batteryiq.com.au with the subject line "Complaint Escalation - [Your Reference Number]".
External Escalation
If you remain dissatisfied after our internal review, you may escalate your complaint to:
Consumer Affairs Victoria
- Website: www.consumer.vic.gov.au
- Phone: 1300 55 81 81
NETCC Administrator
For complaints related to the New Energy Tech Consumer Code:
Victorian Civil and Administrative Tribunal (VCAT)
For disputes that cannot be resolved through other channels:
- Website: www.vcat.vic.gov.au
- Phone: 1300 01 8228
Australian Competition and Consumer Commission (ACCC)
For broader consumer law concerns:
- Website: www.accc.gov.au
- Phone: 1300 302 502
6. Your Rights Under Australian Consumer Law
Important: Your rights under this complaints procedure are in addition to your rights under the Australian Consumer Law. Consumer guarantees cannot be excluded, restricted, or modified by any contract term.
Under Australian Consumer Law, you have automatic consumer guarantees including:
- Products must be of acceptable quality
- Products must be fit for their intended purpose
- Products must match their description
- Services must be provided with due care and skill
- Services must be fit for the specified purpose
- Services must be completed within a reasonable time
If a product or service fails to meet a consumer guarantee, you may be entitled to:
- A repair, replacement, or refund for products
- A re-supply of services or refund
- Compensation for damages and loss
For more information about your consumer rights, visit the ACCC Consumer Rights & Guarantees page.
We are bound by the New Energy Tech Consumer Code (NETCC).
This complaints handling procedure is reviewed annually to ensure compliance with NETCC requirements and best practice standards.